The Discourse of Customer Service Tweets: Planes, Trains and Automated Text Analysis

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Dr Ursula Lutzky (Vienna University of Economics and Business, Austria) Ken Hyland (University of East Anglia UK)

The Discourse of Customer Service Tweets

Planes, Trains and Automated Text Analysis

Dr Ursula Lutzky (Vienna University of Economics and Business, Austria), Ken Hyland (University of East Anglia UK)

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English

Bloomsbury Academic
18 May 2023

Semantics; Business communication & presentation

Series: Bloomsbury Discourse

The Discourse of Customer Service Tweets studies the discursive and pragmatic features of customer service interactions, making use of a corpus of over 1.5 million tweets from more than thirty different companies. With Twitter being used as a professional service channel by many transport operators, this book features an empirical analysis of British and Irish train companies and airlines that provide updates and travel assistance on the platform, often on a 24/7 basis.

From managing crises in the midst of strike action to ensuring passengers feel comfortable on board, Twitter allows transport operators to communicate with their customers in real time. Analysing patterns of language use as well as platform specific features for their communicative functions, Ursula Lutzky enhances our understanding of customers’ linguistic expectations on Twitter and of what makes for successful or unsuccessful interaction. Of interest to anyone researching discourse analysis, business communication and social media, this book’s findings pave the way for practical applications in customer service.

By: Dr Ursula Lutzky (Vienna University of Economics and Business Austria)
Edited by: Ken Hyland (University of East Anglia UK)
Imprint: Bloomsbury Academic
Country of Publication: United Kingdom
Dimensions: Height: 234mm, Width: 156mm, Spine: 25mm
Weight: 454g
ISBN: 9781350273207
ISBN 10: 1350273201
Series: Bloomsbury Discourse
Pages: 232
Publication Date: 18 May 2023
Audience: College/higher education , Professional and scholarly , Primary , Undergraduate
Format: Paperback
Publisher's Status: Active

Ursula Lutzky is Associate Professor of English Business Communication at the Vienna University of Economics and Business, Austria.

Reviews for The Discourse of Customer Service Tweets: Planes, Trains and Automated Text Analysis

The Discourse of Customer Service Tweets offers an insightful and cutting-edge examination of contemporary digital business discourse. Focusing on a large corpus of travel industry communication on Twitter, Lutzky provides readers with a meticulously designed study and rigorous analysis, written in style that is highly engaging and lucid. --Camilla Vasquez, Professor of Applied Linguistics, University of South Florida, USA A lucid and penetrating analysis of Twitter as a crucial part of customer service discourse, and an outstanding example of how a corpus-based investigation can provide fascinating new insights into the intricacies of customer service interactions via tweets. --Andreas H. Jucker, Professor of English Linguistics, University of Zurich, Switzerland